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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:

A) Activity Codes
B) Adherence Tracking
C) Shift Configuration
D) Schedule Settings

2. In workforce management, how can an admin add an activity code?
Response:

A) Within the Management Unit Configuration
B) Directly in the Queue Settings
C) Through the Business Unit Manager
D) Via the Activity Code Editor in the Admin panel

3. What is the primary purpose of the real-time adherence view in Genesys Cloud?
Response:

A) To adjust historical data for call volume
B) To review adherence after a shift ends
C) To track agent certifications
D) To monitor agent adherence in real-time

4. When we set the Activity Equivalency option to No, the agent is in adherence.
Response:

A) True
B) False

5. Which two features are accessible within the forecast editor?
(Choose two)
Response:

A) Setting agent skill priorities
B) Adjusting forecasted call volumes
C) Adding historical adherence data
D) Modifying forecast data based on trends

Solutions: